Experienced Customer Experience Operations Manager – Scaling Efficiency and Excellence in Customer Success
At arenaflex, we're revolutionizing the way businesses approach customer experience, and we're looking for a talented Customer Experience Operations Manager to join our team in the USA. As a key member of our Customer Experience organization, you'll play a vital role in scaling our operations, driving efficiency, and ensuring that our customers receive the best possible experience.
About arenaflex
arenaflex is a leading provider of AI-powered fraud prevention solutions, empowering over 700 global businesses to grow fearlessly. Our commitment to long-term customer success and deep investments in machine learning and user identity have made us a trusted partner for brands like DoorDash, Yelp, and Poshmark. We're passionate about delivering seamless consumer experiences and unlocking growth for our customers.
The Role
We're seeking an experienced Customer Experience Operations Manager to join our team in the USA. As a key member of our Customer Experience organization, you'll be responsible for scaling our operations, driving efficiency, and ensuring that our customers receive the best possible experience. This is a new function within the Customer Experience organization, and we're looking for a self-starter who can thrive in ambiguity and make a significant impact within their first 90 days.
Key Responsibilities
* Customer Business Review Optimization: Develop a process to create Business Review decks based on CSM detailed requests, align with XFN partners on a quarterly basis to ensure the business review slides are updated with new content, create/maintain a system that allows for easy gathering of metrics for business reviews, and maintain an insightful customer QBR metrics dashboard in partnership with arenaflex Engineering.
- Cross-Functional Initiatives: Ensure seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes, support cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs.
- Reporting and Analysis: Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time, take on ad hoc requests from CX Leadership for analysis projects (e.g., quarterly Churn Analysis to enable our Churn Retrospective initiative).
- Enablement: Provide enablement on new processes that unlock individual contributor or managerial efficiencies (including using new tools, guidance on leveraging AI, or new ways of working).
- Documentation and Planning: Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date, ensure CX documents are stored in an easily accessible place, and support customer pipeline and capacity planning to stay ahead of hiring needs.
What We're Looking For
* 3-5 years of experience in a CS Operations role (ideal) or similar (e.g., Sales Ops, Program/Project Management within Sales Organizations).
- Proficient in CX domain experience, dash-boarding, program management, data analysis.
- Technical aptitude including proficiency with the following tools and systems: Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products.
- Experience doing reporting for organization support and analysis of business needs.
- Experience with Customer Success platforms and other tools leveraged by customer success.
- Experience in payments, fraud, or security operations.
- Excellent communication, essential for getting team buy-in and adherence.
Benefits and Perks
* Competitive total compensation package
- 401k plan
- Medical, dental, and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
Why Join arenaflex?
* Be part of a dynamic and growing organization that's revolutionizing the way businesses approach customer experience.
- Work with a talented team of professionals who are passionate about delivering seamless consumer experiences and unlocking growth for our customers.
- Enjoy a competitive total compensation package, comprehensive benefits, and flexible time off.
- Take advantage of our education reimbursement program and wellness reimbursement.
- Be part of a company that's committed to long-term customer success and empowering our customers to grow fearlessly.
How to Apply
If you're a motivated and experienced Customer Experience Operations Manager looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job